Add a new option for "on a holiday?" trigger condition other than 'yes' and 'no'.
'Within SLA' option can return true when the holiday is SLA-duration away to prepare the end-user for upcoming interruptions.
Ticket with low priority, which has a 2 working-day SLA, created on December 23rd, a normal working day, may not be addressed until the 27th. As our standard holiday is on December 25-26. We need to set customer expectations in an automated way.
Currently, the trigger is actively setting customer expectation only during the holiday itself. We find ourselves having to push agents to clear all tickets before the holiday starts or having to manually update our triggers before and after the holidays.
댓글을 남기려면 로그인하세요.